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- Tasks: Support customers during disruptions and ensure smooth communication across teams.
- Company: Join Virgin Atlantic, a leading travel company with a passion for customer care.
- Benefits: Competitive salary, flexible shifts, and a vibrant work culture.
- Why this job: Be the voice of the customer and make a real difference in their travel experience.
- Qualifications: Strong communication skills and a knack for problem-solving in high-pressure situations.
- Other info: Inclusive workplace that celebrates diversity and offers growth opportunities.
The predicted salary is between 36000 - 60000 £ per year.
Location: On-site at VHQ, Crawley
Hours: Full Time, 37.5 hours per week - 3 days on 3 days off (day shifts: 7am - 7pm / mid shifts: 11am-11pm / 3 nights: 7pm-7am)
Contract Type: Secondment / Fixed Term Contract (12 months)
Salary: Competitive
Closing Date: 5th November 2025
At Virgin Atlantic Airways, we believe that everyone can take on the world, and it’s our vision to become the most loved travel company. As we embark on this next exciting stage of our journey, we’re harnessing our spirit of entrepreneurship and innovation to challenge the status quo.
In a nutshell, reporting to the Customer Care OCC Duty Manager, the Customer Care OCC Specialist will play a vital role in keeping our flying programme running smoothly and our customers informed, especially when things don’t go to plan. You’ll be the voice of the customer during disruption, ensuring clear, timely communication with stakeholders to protect the experience and reduce EC261 claims.
As a true customer champion, you’ll uphold our IROP (Irregular Operations) principles and ensure we meet consumer rights and regulatory standards. You’ll craft customer communications that reflect the Virgin Atlantic tone - empathetic, engaging, and unmistakably us - while keeping our Customer Centre and Airport teams updated with the latest information to support real-time service recovery.
You’ll also work closely with the Duty Manager on day-to-day operations and step in to deputise when needed, helping us deliver the kind of care our customers expect and deserve.
Day to day, as a Customer Care OCC Specialist, you will:
- Uphold and promote the IROP Customer Principles through the drafting and delivery of factual and effective communications on the Virgin Atlantic website and other contact channels.
- Co-ordinate with the wider Customer Care teams to identify opportunities where the customer experience can be enhanced.
- Be the 24/7 designated employee responsible for consumer rights and welfare in accordance with EC261 and US 14CFR ensuring we operate, deliver, and justify our actions within the various legal frameworks during flight disruptions.
- Monitor the flying programme with an Operations Management System whilst having an awareness of DoT ruling for U.S Tarmac Delays, EC261 and various legal frameworks.
- Inform and escalate any online activity that may jeopardise Virgin Atlantic business, reputation, or brand to the Press office.
- Play a pivotal role in our company response to an Elevated, Amber or Red activation status.
About You: Based within the Operations Control Centre (OCC), this is a fantastic opportunity for someone who is consistently and objectively able to assess a given set of circumstances to be at the centre of customer recovery. Do you have a natural ability to empathise and assist people in high pressure and ever-changing situations, along with the skills and experience below?
- An excellent communicator, with conflict resolution skills, able to ‘think on your feet’.
- Literacy skills and the ability to create clear customer communications in daily and IROP scenarios in a time pressured environment.
- Proven ability to take directions readily and be proactive with a forwarding thinking attitude.
- Airline operations knowledge with an in-depth understanding and ability to navigate airline reservations, loyalty and service recovery systems.
- Experience in Airline customer rights including an understanding of all the significant legislation including EC261, US 14CFR and the Montreal Convention.
So, if you love influencing and have a keen eye for attention to detail whilst protecting and enhancing the customer experience, we would love to hear from you.
Be yourself – Our differences make us stronger. Our customers come from all walks of life and so do our colleagues. That’s why we’re proud to be an equal opportunity employer and actively encourage applications from all backgrounds. At Virgin Atlantic, we believe everyone can take on the world - no matter your age, gender, gender identity, gender expression, ethnicity, sexual orientation, disabilities, religion, or beliefs. We celebrate difference and everything that makes our colleagues unique by upholding an inclusive environment in which we can all thrive.
To make your journey with us accessible and individual to you, we encourage you to let us know if you’d like a little extra help with your application, or if you have any individual requirements at any stage along your recruitment journey. We are here to support you, so please reach out to our team, recruitment@fly.virgin.com feeling confident that we’ve got your individual considerations covered.
Our recipe for Leadership: At Virgin Atlantic, our leaders empower teams to thrive through collaboration, innovation, and excellence. Explore our Leadership Recipe and discover the 20 core ingredients that define what it means to lead with us, driving our mission to be the most loved travel company and achieve sustainable profit.
Customer Care OCC Specialist employer: Virgin holidays
Contact Detail:
Virgin holidays Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Care OCC Specialist
✨Tip Number 1
Get to know the company! Research Virgin Atlantic's values and customer care principles. This will help you tailor your conversations and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your communication skills. As a Customer Care OCC Specialist, you'll need to convey information clearly and empathetically. Role-play scenarios with friends or family to get comfortable with handling tricky situations.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. This can give you insider knowledge about the role and might even lead to a referral!
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're serious about joining the Virgin Atlantic family. Don’t miss out!
We think you need these skills to ace Customer Care OCC Specialist
Some tips for your application 🫡
Show Your Customer Care Skills: When writing your application, make sure to highlight your experience in customer care. We want to see how you've handled tough situations and communicated effectively with customers, especially during disruptions.
Keep It Clear and Engaging: Your written communication should reflect the Virgin Atlantic tone – empathetic and engaging. Use clear language and structure your application well so we can easily see your qualifications and passion for the role.
Know Your Regulations: Familiarise yourself with EC261 and other relevant regulations. Mentioning your knowledge of consumer rights in your application will show us that you understand the importance of compliance in customer care.
Apply Through Our Website: We encourage you to apply directly through our website. This way, you’ll ensure your application reaches us quickly and you’ll have access to all the latest updates about the role and our company.
How to prepare for a job interview at Virgin holidays
✨Know Your Customer Care Principles
Familiarise yourself with Virgin Atlantic's IROP (Irregular Operations) principles. Be ready to discuss how you would uphold these principles during disruptions and ensure customer satisfaction, as this role is all about being the voice of the customer.
✨Showcase Your Communication Skills
Prepare examples of how you've effectively communicated in high-pressure situations. Highlight your ability to craft clear and empathetic messages, as this is crucial for keeping customers informed and engaged during disruptions.
✨Understand the Legal Frameworks
Brush up on EC261, US 14CFR, and the Montreal Convention. Be prepared to discuss how these regulations impact customer rights and how you would navigate them in real-time scenarios to protect the customer experience.
✨Demonstrate Problem-Solving Abilities
Think of specific instances where you've had to think on your feet and resolve conflicts. This role requires quick thinking and proactive solutions, so be ready to share your strategies for managing unexpected challenges.
